Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Great sales people but when issues arise tough job trying to reach them. I had a contact persons information of who to reach if I had issues. I began calling last year with no luck so tried the email listed again without luck. This week I decided to give it a shot to see what reviews said and under the reviews saw an email listed from review responses so thought to give it a try. Received a response from ******** and was asked to send in photos of the issue. Once I sent the photos in was told they'd have to review with production. To my surprise the email I had been emailing last year replied saying they had to send someone out to review because it did not look like a normal defect and instead looked like my foundation may be the issue. This company has no knowledge of what my foundation was like before and the photos show nothing of my foundation so to jump to that assumption was surprising to me. ***** stated if it wasn't defected and instead due to my foundation I would be charged a service fee for the review on top of pricing for replacing my screens. This issue is for screens not even the windows. I currently have screens that are pointless being they are not flush to the windows so bugs get in yet she was quick to blame my foundation. The owner ***** gave the okay to waive the fee to come out to review what April referenced as my foundation. They jumped to conclusions to make excuses not to replace them and it isn't even all of them. I asked her how would she know what to compare my foundation to if she has no knowledge of what it was and she agreed she has no knowledge of my foundation. Having no prior knowledge of my foundation they would have nothing for the service man to compare it to. I offered to send more photos if needed. I spent thousands on these windows and now have to deal with pointless window screens.

  Business Response

  Date: 07/08/2024

  Good morning,

  We have cleared up the misunderstanding between ********************* & our company & have submitted her warranty claim to the manufacturer.

  Thank you!

  *********************

   

• Initial Complaint

  Date:02/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Amazing Exteriors replaced all the windows in my house at substantial cost. The salesman assured me they had good direct employees to install the windows. As it turns out, the installers are sub contractors and I found that out after the first batch of windows were installed. The salesman lied to me, *******************.The end result has been several new windows with significant air leaks. Representatives have been to my house at least five times since discovering these are leaks and they've only fixed one window over the course of a month. It is unreasonable to conduct this many trips over an entire month to fix one window. It shows the lack of seriousness on the part of this organization to get it done.They have not provided any commitment to finish fixing the rest of the windows.I've requested in person meetings and telephone calls from the owner, *******************************, on a number of occasions and he will not return my telephone call nor meet with me. I'm seeking an expedient and efficient completion of the job to fix all the windows that are leaking air. These leaks did not pre-exist the installation so it's evident that poor installation has caused the leaks.************************* is the subcontractor installer that rushed this job and left the air leaks behind.The enclosed pictures are from the trip that fixed one window. They have several more to do.

  Customer Answer

  Date: 03/23/2024

  I met with owner of the company in February.  He committed to getting the windows fixed by the end of February.

  Here we are in Late March and the organization has only allocated about three hours total to address installation failures and a small portion of the agreed upon work has been complete.

  Messages directly to the owner have not gotten any responses.

  Customer Answer

  Date: 04/11/2024

  On April 3, Amazing Exteriors sent their warranty guy who i suspect does not have the experience to handle this type of job.

  He completely disassembled and removed four windows.  Those windows have significantly more air leakage than before he started. There are also new scratches and dings on the frames from taking the windows apart. Now they will be subject to more wear and tear in further attempts to fix them. 

  Numerous people within Amazing Exteriors have been notified including the owner *******************************.

  ive yet again requested a qualified competent installer which has consistently fallen on deaf ears. Theyd rather send these people for new business than to focus on fixing something that has been an issue for over a year now.

  Also numerous followups directly to the owner have been ignored and hes not responded to any of my email messages.

  None of the key people in this organization have followed up with me and its very rare occurrence when one of them take my telephone call or respond via email.

  Their telephone system has been broken for weeks so calling Amazing Exteriors in Farmer Branch results in a call to an office in another city. Not much good that does.

  Customer Answer

  Date: 04/27/2024

  On April 15 Amazing Exteriors finally sent the right guy to repair the faulty installations. 

  In the process he had to essentially redo the work done earlier in April so ive ended up wasting an entire day only to have it all reworked.

  One window had to be completely taken apart and installed for the third time.

  They also discovered the original installer ************************* did not insulate one of the windows at all.

  Ive requested thermal imaging or some others means to check every window to ensure each has been properly insulated.  Finding issues like this violates trust.

  They are still not done with what the owner committed to have done by the end of February.

  They have not contacted me to schedule finishing the job.

  Customer Answer

  Date: 06/28/2024

  Thanks for reaching out BBB.

  The window installation job is not complete.  The work ******************************* committed to being done by February end is still not complete.

  After over a year and a half im still left with windows that are leaking air and a portion of the windows are suspect in terms of proper installation.

  This organization has been acting in bad faith and has not fulfilled their end of the contract.

   

   

  Business Response

  Date: 07/08/2024

  Good morning,

  My name is ********************* & I am the operations manager for Amazing Exteriors. I have been tasked with taking over the reported issue with **************** & to that effect, I sent an email request to meet with him at his house over 2 weeks ago, with the team. He has not responded. 

  Sincerely,

  *********************

   

  Customer Answer

  Date: 07/08/2024

  I am rejecting this response because:   

  April is requesting a meeting.  Ive already had a meeting with the company owner back in January i believe it was.  I need action on the owners commitments not another meeting with someone who has not been involved.

  This organization knows what needs to be done. I need competent qualified workers to come finish the installation that started in 2023. Not another meeting.

  Business Response

  Date: 07/08/2024

  ****************,

  While there is disagreement about the cause/responsilbiilty for the claimed air leakage, ******************************* agreed to add foam to the window openings for you. 

  Which is done.

  In our opinion, we have done everything that ***** agreed to do during the initial walk thru that he had with you.

  So the claim that we have not addressed the issue was quite the surprise. And it is why we requested another walk thru. Which ***** said that he would be more than happy to do with you & the team.

  Please reply to my company email so that we may schedule a time for the walk thru. 

  Sincerely,

  *********************

  Operations Manager

   

   

  Customer Answer

  Date: 07/08/2024

  I am rejecting this response because:   

  The work the owner committed to get done by end of February is not done.

  There is a kitchen window that remains to be done per the discussion with the owner.  Both **** and ***** are aware of that as I reminded them when they left the last time they were on site.  

  If this business wasnt so disorganized theyd all be aware of such facts.

  Given every questionable window that was removed had the foam problem, it is now very much a concerns that all encased windows have the same problem.  This was also mentioned to ***************** time he was on site.

   

  Customer Answer

  Date: 07/08/2024

  Enclosing a photo of the window that has been taped up since early January to stop air flow from coming into the house around the window.

  This has been shown to representatives of this organization that have visited on site.

  It has not been addressed.

• Initial Complaint

  Date:08/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last year we had Amazing Exteriors replace the siding on our house. The job was completed around 7/15/22.The problem we are having is now that some time has passed our house has spots all over it from what appears to be caulking. It did not show up for about a year, but now that it has, it is all over the house.I have sent a mail to the sales person (*************************) we dealt with as well as the production manager we dealt with (***********************). Neither of them have replied to my mail. In the mail to both individuals I included a couple of pictures.

  Business Response

  Date: 08/22/2023

  Hello ******************,

  This is *********************, the Operations Manager for Amazing Exteriors.

  We do not have a repair claim from/for you so please remove this as an active complaint. We have not had an opportunity to address this. 

  Please email your pictures to *********************************************** along with your contact information so that the office staff can start a claim for you.

  Please DO NOT email or call a salesperson or the production manager. Not only are they out in the field 95% of the time, but they also do not monitor, nor respond to emails for services. 

  We have a service department for that & everything goes through them.  

  The repair process has to be started by the staff in the office. You can also reach them at ************.

  Once we receive the pictures, a claim will be started & we will reach back out to you within **** business days. 

  Sincerely,

  *********************

  Amazing Exteriors 

  ************

   

  Customer Answer

  Date: 08/22/2023

  I have reviewed the business response and accept this resolution.  *********** has informed me that the individuals I sent the request for responses to were incorrect. They have scheduled an appt to review the issue. 

  Customer Answer

  Date: 11/20/2024

  Last year I contacted Amazing Exteriors about spots on the siding on our house (after they installed new siding). I created a BBB ticket at that time since I was unable to get Amazing Exteriors to respond to my emails. A painter came out and painted over some spots on the house. Now this year the spots are back so I contacted Amazing Exteriors again. They sent out *** (the head painter) and he agreed that the entire blue portion of the house would need to be repainted. It will be 3 weeks tomorrow since *** was out here and I have not been able to get any response from Amazing Exteriors. Note - it appears to take the summer sun to really make the spots appear, which is why this issue has gone on so long.

  
  

  Customer Answer

  Date: 03/05/2025

  Amazing Exteriors did not set a date for repainting our house until the weather was hitting low temperatures in the 30's (and lower). I did some research and even using the paint they specified, temperatures are not supposed to go below 35 degrees over a 48 hr period. I sent them the pdf from *******-******** to support that. So the repainting has not been completed yet. Once the low temperatures are continually above 35 degrees (perhaps later this month) I will contact Amazing Exteriors again to see if the repainting can be done.

• Initial Complaint

  Date:08/10/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Due to standard slider being delivered instead of custom slider as ordered, Amazing Exteriors offered a $1,000 discount. Amazing Exteriors indicated on multiple occasions that the discount check would be mailed once financing had been issued (see 5/19/23 email attached). Amazing Exteriors indicated that the $1,000 discount check would be mailed June 26-June 27 (see 6/23/23 email attached). To date, despite numerous emails, the discount check has not been received.

  Customer Answer

  Date: 08/15/2023

  Good ***************************************** reached out to me and paid the discounted amount.  This complaint is now resolved.  Thank you very much. -- *************************

  Business Response

  Date: 08/21/2023

  Hello, 

  I was typing a message, something happened and it disappeared.,

  As I was saying, I personally delivered a check to **************** house last week.

  We were out of checks & had issues getting new ones. I personally drove to our *********** office to pick them up.

  We apologize for the inconvenience and this has now been taken care of & resolved. 

  Sincerely,

  *********************

  Operations Manager 

  Business Response

  Date: 08/22/2023

  Hello, 

  I was typing a message, something happened and it disappeared.,

  As I was saying, I personally delivered a check to **************** house last week.

  We were out of checks & had issues getting new ones. I personally drove to our *********** office to pick them up.

  We apologize for the inconvenience and this has now been taken care of & resolved. 

  Sincerely,

  *********************

  Operations Manager 

  Customer Answer

  Date: 08/23/2023

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:02/22/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have ordered #2 batches of replacement windows. the first batch (#3 windows) were 3-4 months late installed in October finally and the installers promised to return 1-2 days to finish. No one has returned. Paid in full.
  
  The second batch (#1 one window) was 50% ($6000) was given was deposit and installation was promised in early Dec 2022. No one has showed no one has called; all phone attempts on my par, office and salesman, have been ignored or not returned. I have asked for money back and again no return communication.
  
  Yet, on internet today I was advertised to get Amaz Ext to replace my windows. I applied and received a confirmation email within minutes and a phone call to schedule appt for purchase within an hour.
  
  I need some help.....you've rated them A per BBB. I don't think so !!!
  

  Business Response

  Date: 03/22/2023

  Business Response /* (1000, 5, 2023/02/23) */
  This is not a customer of the Amazing Exteriors of ****** office. They are a customer of the Austin location. Please remove from our account.
  
  
  Consumer Response /* (3000, 7, 2023/02/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  *************************************************** *
  
  The Times I have had the privilege to talk to someone at Amazing Exteriors. It has been either their ****** office or Austin office. I believe IThe Times I have had the privilege to talk to someone at Amazing Exteriors. It has been either they're ****** office or Austin office. I believe *****, which I was told I was coming from the ****** office to straighten out the Austin office is in charge. Maybe fortuitously ***** called me yesterday and rehash the emails over the last two months. There weren't many but she again knew nothing about my problem with the windows and resolution. She told me she would call me back or****** would yesterday or today as to the resolution or solution to my problem, I'm still waiting. All ***** had was The emails and no additional information she further added that she was not the person to make decisions no resolution as of yet for additional information I have added the Austin address of Amazing Exteriors above.
  
  
  Business Response /* (4000, 9, 2023/02/27) */
  Hello, we are helping the Austin office by fielding their calls but this is not a customer of Amazing Exteriors of ******. Which owns this account.
  
  
  Consumer Response /* (4200, 11, 2023/02/28) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  ****************************************
  This has been confusing because many of the employees and my phone calls have been directed to the ****** office. I agree with their position that my contract, which was attached is with the Austin office, but even the supervisor, named******, is from the ****** office now working in Austin. It's confusing of who's in charge. I initiated another call. Spoke with ****. Who seems to defer everything to a person named****** who is it from the ****** office and working part time in the Austin office. I'm sure they understand my position that I want. The job finished excuse me jobs finished all my money back. I initiated a call with **** who said someone would get back to me within 24,48 hrs.. No one did. I spoke with **** again yesterday upon my initiation of a cough. She once again said she would defer to****** whoever she is.
  
  
  Business Response /* (4000, 15, 2023/03/20) */
  Hello, I have spoken to Mr. ******** & given him a rough eta from the plant.
  However, the ****** Amazing Exteriors is not the headquarters for Amazing Exteriors.
  Amazing Exteriors of ****** is a separate office & it is not right for the ****** office to be punished or to be held accountable for Austin's troubles.
  They are separate offices.
  
  
  Consumer Response /* (2000, 17, 2023/03/21) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  .
  Finally the rep from Austin Exteriors has contacted me. she explained their business predicament. Admitted this was their total fault and my personal situation will be rectified by March 20th. The rep is correct in that the ****** office is NOT who I ordered my windows but they have been placed in charge of straightening out the Austin situation. Incidentally I have not heard from AE rep and today is the 21st.
  
  So NO!!! Ii am still dissatisfied but the process is evolving.
  Incidentally I don't believe I could have even got this far without the BBB's help and pressure. I don't consider this process to be resolved.

• Initial Complaint

  Date:12/17/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business locked my account for shopping, I have uploaded my docs continuously to be declined numerous amounts of times. It is Christmas why would you lock someone out for shopping yet you continue to charge the card on file and ship items. This is clearly a intrusion on information. I have ****** I ordered that aren't the correct size yet I can't return them because of the flagged account.
  

  Business Response

  Date: 03/17/2023

  Business Response /* (1000, 5, 2022/12/19) */
  I believe the customer is confused & filed a complaint with our company by mistake. We are a home improvement company that sells Fiberglass windows & ************ fiber cement siding. We do not sell clothes or lock people out of their accounts. I actually dont understand what she is refrencing. Please delete this complaint. Sincerely, ***********